Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently lost my car and I am disabled and it isn't easy getting around. I am on disability so being on a fixed income is difficult. I heard about the scooters from my friend so I put $25 and rode then the last $6.37 i couldn't turn the scooter off so the block i needed to go turned into 3.5 blocks and I ended up not going where I needed to because the scooter wouldn't turn off and it charges by minute asking for a refund was I feel created problems for me because ever since I did that it felt like I was red flagged I bought a 30 min ride pass, which costed $7.56 I still had little over $2 on the account so I thought buying a 30 min ride pass would be easy and convenient i rode for 22 min. and it no longer worked, my $ on the account was gone too , i ended up walking in the rain. I had a very iimportant appt the next day at this time I wasn't aware of the full extent of this company not fulfilling their obligations that they say they will in those ride passes I paid for 120 minute ride pass the last of my *** funds and I haven't been able to even unlock a scooter all I have gotten from them is callous misconstrued and very confusing responses it made me cry because nobody wants to be misled and then Treated like they did something wrong or bad when all I did was trust them at their word in them ride passes they offer. I would like my $21.64 refunded. I would like them to either stop offering false ads i would better like it if they were everything they advertised they were. Thank you for your time. Sincerely, Michelle R* ********

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Almost every time I use one of their scooters I have issues and I am overcharged. One of my rides I was overcharged $4 because the scooter wouldnt let me end the ride for another 7 minutes after I got to the place to park it. The gps showed it as half way across the campus I rode it on. Another one I started the ride and it wouldn't unlock the scooter but it still charged me the whole time I spent trying to get out of it. I have had a bad experience with every ride I have done with this company.

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company fraudulently charged my card 10 times within a matter of an hour/ a couple hours and i haven't even left the house let alone ridden a scooter. I haven’t been on an electric scooter, i don’t even think it was this companies, in over a year. I’m owed money and beyond that i’m owed compensation for the amount of money i’ll have to spend catching up on payments while i wait for my new debit card. This is fraud

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These are the issues that I have had with the Spin scooter company. I live in *****, **** and the company rents these scooters all over the country in populated cities. The issues just kept happening and I wasnt getting a response. They eventually did get back to me but only addressed one of the issues and just gave me a generic response. Attached screenshots of messages. Here is what is going on.1. I was suppose to have 5 mins free off my next two rides. I never got that and I have had at least 2 rides since I got this (attached screenshot). I received these rides due to a faulty scooter that was bucking the whole ride.1st ride after receiving those free rides was Friday the 6th at 5:20am $11.70 Asking that the company either issues these free rides to my account as they were suppose to or issue a credit equal to the 10 minutes of ride time that was promised.They say I used them but I have not.-2. I rented a scooter that was halfway charged (2 bars out of 4) and it died 10 minutes into the ride leaving me stranded.usually a half charged scooter will get me at least 25 minutes of travel time if not more.this time it dies prematurely.Sunday the 8th $5.74 charge. I am asking Spin to refund this amount to my card.-3. The last issue is I bought a ride pass on Monday the 9th. ( ride passes are $10.66 for 30 minutes of ride time ) My ride wasnt longer than 30 minutes. I parked the scooter and went inside my house and then got another charge for $6.88. I didnt have enough money on my card when this went thru and I still dont so I dont know if it will still try to charge me when my card gets money on it.I then bought another ride pass on Friday at 9:51 and tracked the time on my Apple Watch to make sure I didnt go over the 30 minutes. I made it to 28 minutes before my scooter stopped and they tried to charge me again for $6.88. Again I havent paid this charge either as I dont have money on my card. Just want to know that this is cancelled.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spin Scooters based in *************. spin operates in ****************. Spin debited money out my checking account without my authorization. I have had 3 new debit cards issued to me by my bank because of these fraudulent charges. The fraud **** at my bank is well aware of Spin using different names to debit my checking account to get around me blocking my debit card. What are you doing to put a stop to this practice ? They need to be out of business. I will contact Arlington ***************** to file a complaint since the ***************** approves these companies' operations in the County.

• Initial Complaint

  Date:08/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unless this app is your absolute last resort l'd recommend avoiding it, and even if it is l'd think long and hard of whether it's worth it. This complaint isn't directly addressing spin's absolute lack of allowed parking spaces and sometimes not allowing you to park in spaces that they specifically denoted on the man, but specifically their blatant theft. I got a notification in spin app saying something to the effect of "we didn't forget here's $10 off"". What they only mentioned in the small print is that it's $5 off your next two rides, which is perfectly fine albeit worded a bit misleading. The main issue is that they did in fact "forget". I took a 5 dollar ride (technically 4.99) and the only discount I received was $1 from my free unlock pass. Thinking the discount only applied to rides under $5 (mind you no such restriction was stated) I went on another ride while I was waiting for Spin customer support to respond (note: several hours later they still have not responded to two requests). Not only did I not receive the discount but I was unable to reach my destination as Spin saw it fit to put 4/5 of the trail in a no ride zone. Mind you this is a highway trail and the highway as well as part of the trail are included in the ride zone so its impossible to discern that most of the trail is a no ride zone without zooming in several times. I can only assume that Spin encourages their riders to ride in the highway.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2019 I rented one if their scooters and rode it home. The next morning I used it again to ride about half a mile from my house, to my bus stop. When I was getting close to my stop I tried to apply some break to slow down as I was approaching traffic, but the breaks were not working. I tried to stop it but nothing was working and I ended up losing control of the scooter, got yanked around and drug across the asphalt. I ended up hitting my knee on the ground in the process injuring it severely. Blood was leaking through my pant leg. The incident was so bad the people driving their cars held up traffic stopping to make sure I was ok. A lady drove up behind me and helped into her car and drive me to my building where I worked. I ended up missing work cause I had to go to the hospital. My boss called an ambulance for me. No fractures, but the injury resulted in a ganglion cyst to form on the bend of my knee preventing me from having full functionality of my knee. I missed 2 weeks of work, wore a leg brace and everything. Went to physical therapy but it didn't get better. I reported this to spin, and instead they refunded me the money I paid to rent the scooter. I hired a lawyer who told spin not to destroy the scooter as it was apart of my case with Spin. During that time I had to have surgery on my knee. Spin then destroyed the scooter anyway causing the case to go to soilation and my lawyer dropped me as a result because the statute of limitations was close and they didn't feel it was worth pursuing. ****** and ******** was who represented me. Since all of this, I am in chronic pain EVERY day! I couldn't find anyone to represent me, statute ended in March of 2022. Spin has refused to answer me, or at least compensate me. My life has changed because of this. I walk funny because of this which is embarrassing and they simply could care less! These people have no regard for our safety and that needs to change!

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/9/2024 I purchased a ride pass while in *************. I paid $12.99 For 1 hour was only able to go .06 miles ****** the scooter broke down, it would not lock or end ride tried calling customer support which was a waste of time. I am now being charged $12.99 for a ride pass and additional charges of $28.58 with no explanation and also showing on my bank statement and additional $8.58 times 3. It's clearly stated on my history I was only able to go a distance of .o6 miles total and your charging me over $70 and ******************************************** this amount of time please refund my account ASAP!

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/24 I registered with spin, applied for the ******** discount; entered my information and said I was approved I rented 2 scooters same night, distance was 2.05mi and 2.80mi, roughly 30 min each That night I seen there was a temp hold from bird for $46 so I submitted a help desk ticket asking why, they responded with something irrelevant and had to submit another request this time responded about account being preloaded spin is auto defaulting EVERYONES account because neither me or my friend was asked of we would like 2 if we had I would remember and selected NO AS I have done WITH EVERY SERVICE that has asked, but we were NOT! Also in the response they sent me they said you can ask for an refund after 10days of the unused fund to be refunded In my ride history I have 2 charges for 2 rides 1. $5.53 2. 6.09 and on 05/27/2024 the charge was updated to $42,35. So I legit have sent 12 service tickets and get responses where employees just sent an inserted auto reply with completely wrong issues so once again I submitted a request asked to forward to a supervisor and was ignored but got a response asking me to fill out a form so they could investigate I filled out the form with required information including the screenshots of ride history and BANK screenshot! She responded that I didnt respond with saying i never got back t them about a form for the snap/medicaid discount which is nowhere in. Any msg or email thread from this company but I filled out to forks to apply for them and was approved because IN MY RIDE HISTORY the 2 charges for 5.53 and 6.09 showing that I did fill the forms BEFORE I was apprvd and rented scooters!! Attached are screenshots of my bank stmnt and ride history from spin! This company is scamming tons of people who dont know how to get it back because no one responds with anything relevant to the issue I am due a refnd of $31.82 attchd are screenshots of my ride history from Spin and screenshots of my B9 bank account Pls

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spin Mobility erroneously charged my p****** son over $100 for less than an hour scooter ride in *******, **. I have reached out to the company multiple times to no avail. In essence, this company withdrew the entirety of my child's Christmas money from his grandparents.